Not receiving verification code

I have an existing account created for one of our business locations, and we are not able to sign into that account. Both the app and the ring.com website say that they have sent a verification code, but we never receive it. I am the email administrator for our organization and I can confirm that the messages are not getting caught in any spam filtering -- they're not reaching our mail server in the first place.I created a second account for troubleshooting, and for this second account, I am receiving the email verification messages. This makes me think that perhaps there's a disconnect between the username for the account and the email address to which the emails are being sent. i.e. if the account name is actually example@examples.com, but for some reason the account email address is set to example@example.com (because someone made a typo or something?), and that's why I'm not seeing those messages hit my mail server, not even addressed to the wrong address in our domain. On a side note, the support model here is very frustrating. Supposedly chat support exists, except it's really just a bot to give you KB articles? Supposedly phone support exists. Except all roads lead to "if you can sign in to the app, press 1. If you can sign into ring.com, press 2. If you have a one-time code, press 3." Like, uh... none of those.... can I talk to a person please? Can I just email or create a support ticket? Nope, oh all I can do is make a community post. Cool.